Xavier Cole
Oklahoma City,OK
Summary
Detail-oriented Customer Service and Intake Professional with expertise in managing high-volume calls and client intake. Skilled in data collection, process improvement, and record-keeping while meeting performance targets. Focused on enhancing team collaboration and delivering effective conflict resolution and strategic planning to adapt to business needs.
Overview
7
7
years of professional experience
Work History
Supervisor / Intake Agent
Quintessa Marketing
Oklahoma City
05.2025 - Current
- Managed high-volume outbound calls and addressed inbound client inquiries and intake needs, ensuring timely assistance.
- Train, support, and mentor intake agents to improve productivity and quality standards.
- Handle high-volume outbound calls while assisting with inbound client inquiries and intake needs.
- Collect, verify, and accurately document client information during the intake process.
- Trained and mentored intake agents, enhancing team skills and ensuring adherence to quality standards.
- Resolved escalated client concerns with professionalism, contributing to overall customer satisfaction.
- Collaborate with management to improve intake procedures and workflow efficiency.
Customer Service Representative
Principle Choice Solutions
Oklahoma City
04.2024 - 01.2025
- Managed high-stress situations to resolve disputes, enhancing customer trust.
- Handled escalated calls efficiently while balancing customer satisfaction and company policies.
- Handled escalated calls to ensure customer satisfaction while adhering to company policies.
- Responded to customer requests for products and services, providing accurate information to support decision-making.
Processing Clerk
Costco Wholesale
Oklahoma City
05.2023 - 04.2024
- Developed production techniques and processes that enhanced customer satisfaction and aligned with organizational goals.
- Created standard operating procedures that streamlined workflows and enhanced overall efficiency.
- Collaborated with a team to achieve and maintain high productivity and accuracy standards.
- Developed production techniques and processes to meet customer and organizational needs.
Customer Service Representative
Aston Carter
Oklahoma City
04.2022 - 05.2023
- Implemented proactive problem-solving strategies to enhance customer satisfaction.
- Handled high volume of customer calls efficiently, ensuring minimal wait times.
- Delivered customized advice and assistance based on individual customer needs and preferences.
Retention Specialist
Cox Communications
Oklahoma City
09.2019 - 08.2020
- Developed specialized plans that enhanced customer retention and satisfaction metrics.
- Implemented targeted strategies that significantly boosted retention rates.
- Created incentive programs that fostered positive work culture and increased employee engagement.
Education
High School -
Putnam City North High School
Oklahoma City05-2018
Skills
- Client Intake
- Customer Service
- Process Improvement
- Performance Management
- Team Coordination
- Workforce Coordination
- Agent Development
- Operational Planning
- Operational Problem-solving
- Data Analysis
- Microsoft Office
- Time Management
- Attention to Detail
- Detail orientation
Timeline
Supervisor / Intake Agent
Quintessa Marketing
05.2025 - Current
Customer Service Representative
Principle Choice Solutions
04.2024 - 01.2025
Processing Clerk
Costco Wholesale
05.2023 - 04.2024
Customer Service Representative
Aston Carter
04.2022 - 05.2023
Retention Specialist
Cox Communications
09.2019 - 08.2020
High School -
Putnam City North High School